Log a Problem

The following procedure walks you through the typical steps to log a Problem.

To log a Problem:

  1. On the CSM Desktop Client toolbar, click New>New Problem.

    A new Problem Record is created with a unique Problem ID (example: 10230) and a status of New.

  2. Identify and classify the Problem:
    1. Provide a Title for the Problem (example: Email is not sending).
    2. Enter a Description (example: Email in the Marketing department is not sending).
    3. Enter a Service Classification. Use the Selector button to find a Service Classification.

      The Service and Category appear below the Service Classification field.

    4. Select an affected CI, if any. Click the CI Selector button CMDB CI Picker Button to launch the CMDB window, where you can select a CI. You can locate CIs by filtering (by Config Type, All Customers, a specific Customer) or by searching. You can also create a new CI on the fly.
    5. Select an Assigned Team, an Assigned To team member, or both.
    6. Click the Priority selector button to reveal the Priority Matrix and then select an impact and urgency to generate a priority number.
    7. (Optional) Set a Resolve By date.
    8. Select the Incidents tab to link Incidents to the Problem.
    9. Click Begin Work in the header. The Problem now has a status of In Progress.
  3. Analyze the Problem:
    1. Enter Symptoms and Probable Causes.
    2. Enter a Root Cause.
    3. Select a Cause Category from the drop-down.

  4. Resolve the Problem:

    Determine if the resolution is a Workaround, Permanent Fix, or Known Error.

    1. If it is a Workaround, write a detailed procedure so that Users and Customers understand exactly what they are supposed to do.

      The Workaround field is required to create a Knowledge Article. The new Knowledge Article pulls information from the following fields: Short Description, Detailed Description, Service Classification, Workaround, Diagnosis, and resolution.

    2. If it is a Permanent Fix, enter details.
    3. If it is a Known Error, enter details.
    4. Select Actions as applicable:
      • Notify Impacted Customers of Update: Send an email message to reporters of linked Incidents.
      • Resolve Linked Incidents: Mark linked Incidents as Resolved.
      • Publish Workaround to Customer Portal.
      • Create Knowledge Article.
    5. If you find that the Problem was not resolved, you can reopen the record by clicking the Select Other Status link in the Actions section and selecting the status (example: Work in Progress) you want in the drop-down.